Workforce optimization for itsm uses predictive intelligence to help managers assess and increase the skill levels in their team's skill Matrix keeping the skill Matrix up to date helps the team fulfill its responsibilities better ingred Menard is a service desk manager and a coach for her team let's follow her as she assesses and updates her team skills ingred is logged into manager workspace in the coaching module she goes to the skills tab the skill Matrix shows her agents the team [Music] skills the skill levels for each agent and the overall skill coverage for her [Music] team four of her agents lack the back office skill and the others have varying levels of that skill other skills have better coverage among the team this information helps ingred see where her team is strong and where they need additional skills as a manager and Coach she can update her team's skill Matrix she knows Alberta has experience with the iPhone and wants to add that skill to Alberta's profile to do that ingred clicks add and selects the level she can also add or update the skill by clicking add skill and completing the form now the skill Matrix shows intermediate skill in iPhone predictive intelligence recommends adding the firewall skill for Lenor because she has closed several incidents that needed that skill when ingred checks the recommendation she sees the reason and some supporting incidents ingred agrees and approves the recommendation the system adds the skill and level to Leno's profile Workforce optimization helped ingred keep her team skill Matrix up toate based on their performance for more information see our product documentation or knowledge base or ask a question in the service now community [Music]